FAQ - Frequently Asked Questions
HOW CAN I PLACE AN ORDER?
You can browse the entire collection of our products using the dedicated links you find on the right in the menu. When you find the item you wish to purchase, choose the desired size and colour, then click “Add to cart“. To view the selected products, access the “cart” at the top right of the page, where you can also remove items if you change your mind. To complete the purchase, click “Proceed to checkout” and follow the step-by-step instructions.
DO YOU SHIP TO ALL COUNTRIES?
At the moment, we do not ship to all countries. You can check if we ship to your country from the cart panel.
I’M HAVING PROBLEMS PLACING AN ORDER. WHO CAN I CONTACT?
For any questions or issues, contact our customer service by writing to customerservice@rosso35.com
CAN I CANCEL OR MODIFY MY ORDER?
According to our Terms and Conditions of Sale, once an order is confirmed, it cannot be cancelled or modified
HOW CAN I MAKE A RETURN?
If you are not satisfied with your purchase, you can request a return within 14 days of the order delivery date. After this period, returns will no longer be possible.
Product Conditions
Items must be returned in their original condition, with tags and seals intact, and in the original packaging. Items that do not meet these conditions cannot be accepted or refunded.
How to Request a Return
- Log into your account using the email address associated with your order.
- If you don’t remember your password, you can request it by clicking on the “Forgot Password?” link.
- In the Orders section, locate the order you wish to return.
- Click on Request Return.
- Select the reason for the return and add any notes if needed.
Once your request is submitted, you will receive a confirmation email acknowledging your request. You will then receive a second email directly from DHL with the return label to be printed.
The label is generated after the carrier request and may not arrive immediately (especially during weekends). Please also check your spam folder.
Important: All items from the same order must be shipped together in one shipment. Returns split into multiple packages will not be accepted.
Preparing the Package
- Print the return label received via email by DHL.
- Attach it to the original packaging, covering the previous shipping label.
- Packages shipped with labels other than the one provided may not be accepted.
- For returns outside the EU: print, fill out, and include 3 copies of the “Return Proforma Invoice” (received via email) in the transparent envelope to be attached externally to the package.
Organizing the Pickup
- Contact DHL in your country using the shipping code (waybill) indicated on the label.
- Schedule the pickup directly on the DHL Express website using the shipping code (waybill) indicated on the label.
Refund
Once the return is received and verified, we will send you an email notification and process the refund to the original payment method within 5–7 business days.
If the returned products do not meet the specified conditions, the return cannot be accepted, and no refund will be issued. In this case, you may request the product to be returned at your own expense by contacting our Customer Service at customerservice@rosso35.com.
CAN I EXCHANGE AN ITEM?
It is not possible to change the size and/or colour of the item, but you can request a return and place a new online order.
IS THE RETURN FREE?
Yes, return shipping is completely free for the customer and is covered by Silky Srl.
WHAT SHOULD I DO IF THE PRODUCT I RECEIVED IS DEFECTIVE?
Contact our customer service by writing to customerservice@rosso35.com and you will be contacted to resolve the issue.
WHICH PAYMENT METHODS ARE ACCEPTED?
You can pay for your order only by credit card from the following networks: VISA – MASTERCARD – MAESTRO – AMERICAN EXPRESS.
CAN I PAY BY BANK TRANSFER OR CASH ON DELIVERY?
No, unfortunately this is not possible.
CAN I REQUEST A VAT REFUND IF I LIVE ABROAD?
Unfortunately, for online purchases the issuance of tax-free documents is not available.
CAN I REQUEST AN INVOICE FOR MY COMPANY IF I HAVE A VAT NUMBER?
Of course. You will find the dedicated section in the order form. You will receive the invoice by email after one working day.
WHAT ARE THE SHIPPING COSTS?
Shipping is completely free for the customer and is covered by Silky Srl.
WHICH COURIER DO YOU USE FOR SHIPPING?
All our shipments are handled by DHL.
CAN I TRACK MY PACKAGE?
Yes, when the order has been shipped you will receive the shipment tracking by email.
CAN I KNOW THE SHIPPING TIMES?
In Italy, items will arrive within 1–4 working days. In Europe, 4–7 working days. In exceptional cases, shipments may be delayed; Silky Srl is not responsible for any delays caused by DHL.